Shipping Standard

Standard shipping is offered free for most orders. For all shipments using standard shipping, the shipments are aimed to be delivered in 4-9 Business days. Depending on the country, customs procedures, and any other restrictions on delivery location, this time frame may increase.

DHL Express shipping

Express shipping with DHL is offered at an extra shipping rate depending on the location and order value. Normally, any order above £700 will be given free DHL express shipping but this may be subject to conditions.

Customs (Import tax and duty) charges

Customs charges are applicable to all cross-border trades and we cannot accurately collect these charges or specify this beforehand. This purely depends on the importing country's legislation.

V1CE can only collect import duties and taxes (this may appear in the invoice as VAT) for EU countries. However, for any reason, if the customer is still charged for import duties after V1CE collects these charges at checkout, the collected tax will be refunded to the customer on providing proof of payment.

For all other countries, V1CE may be able to pay customs charges on behalf of the customer with an additional admin charge. However, if customs require additional documents, these have to be provided by the customer.

Additional note: V1CE cannot refund any customs charges that are paid by the customer but not collected by V1CE.

Tracking link

Tracking links are automatically sent out while fulfilling the orders through Shopify.

Tracking links are also sent out at the first scan by the courier.

If customers still need a tracking link for some reason, check the tracking reference on Shopify, and use the parcelhub tracking link (https://web.parcelhub.net/tracking/) followed by the reference number.

Returns due to Customer's fault/ mistake

If the shipments are returned back to V1CE due to any of the following reasons,

1. Customer not available
2. The customer hasn't paid charges on time
3. The customer did not respond back to the customs enquiry
4. The customer entered the incorrect address
5. The customer moved/ went on holiday

Customers may need to wait until the shipment is returned back to V1CE or need to pay 50% of the order value to get the order reprinted.

In both scenarios, the customer needs to pay express shipping charges. 

Returns due to V1CE's fault/ mistake

If the shipments are returned back to V1CE due to any of the following reasons,

1. V1CE ignored the customer's address change requests (before dispatch)
2. V1CE  did not provide an accurate invoice for customs clearance
3. V1CE selected the incorrect courier service

V1CE will either reprint the order or send out the returned shipment through express delivery free of charge. These shipments may be sent as a sample/ gift to avoid customs charges.

Orders lost in Transit

If an order has no update for more than a week, the following procedure has to be followed,

1. Email courier to provide an update
2. If the courier confirms, the order is lost in transit, email the courier to open a claim or 
3. If the courier does not confirm that the order is lost, wait for 5 working days or until the deadline specified by the courier, then email the courier asking to open a claim or raise a claim through the invoicing portal (if you got access)
4. In both 2 and 3, issue a reprint and send the reprinted order through express shipping as a sample (standard shipping if possible)
5. Always update the customer with the information from the courier and(or) V1CE's decision